2026-06-16 · Source: Insurance Business UK
Summary in 3 Points • PwC study reveals AI is creating a divide in insurance roles, elevating some while eroding others, especially in claims • AI is not eliminating insurance jobs but transforming the workforce, particularly impacting claims departments • London Market professionals must adapt to AI's influence on roles, focusing on skills that AI elevates --- A recent **PwC study** has highlighted a significant shift in the insurance industry due to the influence of **artificial intelligence** (AI). The study, which analyzed over a billion job advertisements, found that AI is not eliminating jobs but is instead creating a divergence in the workforce. This divide is particularly evident in the claims departments, where AI is elevating certain roles while quietly eroding others. The study suggests that while some positions are being enhanced by AI, others are becoming obsolete, leading to a transformation in how insurance companies operate and manage their human resources. For the **London Insurance Market**, this development underscores the need to understand and adapt to the evolving landscape shaped by AI. The market must recognize the roles that AI is likely to elevate, such as those requiring complex decision-making and strategic oversight, while also acknowledging the positions that may become redundant. This shift necessitates a reevaluation of workforce strategies, ensuring that employees are equipped with the skills that AI cannot replicate. The transformation within claims departments, in particular, may lead to more efficient processing and analysis, but also requires a strategic approach to workforce planning and development. **Underwriters**, **brokers**, and **risk managers** in the London Market should focus on enhancing skills that AI is likely to elevate, such as analytical thinking, problem-solving, and strategic decision-making. They should also consider investing in training programs that prepare employees for roles that AI cannot easily automate. By doing so, they can ensure that their workforce remains competitive and capable of leveraging AI to improve operational efficiency and service delivery. Additionally, understanding the specific impacts of AI on claims departments will be crucial for maintaining a balanced and effective workforce in the face of technological advancements.
For the London Insurance Market, this development underscores the need to understand and adapt to the evolving landscape shaped by AI. The market must recognize the roles that AI is likely to elevate, such as those requiring complex decision-making and strategic oversight, while also acknowledging the positions that may become redundant. This shift necessitates a reevaluation of workforce strategies, ensuring that employees are equipped with the skills that AI cannot replicate.